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Field Support Engineer

Field Support Engineer

Corin GroupEssen, DE
Vor 4 Tagen
Stellenbeschreibung

Corin is seeking a Technology Support Engineer / Field Support Engineer t o provide frontline contact to users (internal and external) of our Technology products (primarily robotics surgical tools including Apollo and OMNIBotics platforms), split between remote and on-location support (requiring domestic and international travel up to 60% of your time). This is a remote-based role but would ideally suit someone based near a suitable European travel hub. ‘Local’ EU markets include France, Italy, Belgium, and further afield. You will be part of the global Sustainability Engineering team and must be fluent in written and spoken English.

As our Technology Support Engineer, you will use your methodical troubleshooting skills to triage, diagnose, and provide solutions. Your time will be split between scheduled activities (installation, preventative maintenance) and unscheduled emergency support. You will utilize your knowledge of the system's technical behavior and understanding of the clinical workflow to identify failure modes and root causes. You will often provide technical user training, and support customer relationships. They will work closely with the engineering teams for product and process improvements.

The Technology Support Engineer will ideally have the following background and skills

  • Bachelor’s degree in engineering or related discipline,
  • Minimum of 3 years of related work experience (field service).
  • Experience working within the hospital operating theatre environment
  • Experience in the medical devices or surgical industry(preferably orthopedics)
  • Experience with robotics or highly complex products, able to troubleshoot and repair complex installations.
  • Experience of time management and QMS work documentation
  • Experience in Regulatory and Quality System Requirements.
  • Fluency in English is essential including technical documentation and record keeping.
  • Multi-lingual in French, German, and other European languages
  • Exceptional interpersonal & communication skills and a passion for customer service – customer-facing role
  • Travel - valid passport, unrestricted domestic and international, short period – multiple trips
  • Adaptive – pressure to deliver tight deadlines in an environment with multiple & changeable priorities
  • Motivated - able to work alone as well as effectively with a team
  • Established track record of working independently, making critical decisions, and offering creative problem-solving skills

Key responsibilities of the Technology Support Engineer

Scheduled Activities

  • Installation of systems at user sites
  • Upgrades of existing systems
  • Preventative Maintenance visits at user sites
  • Training of users on maintenance and technical troubleshooting of systems

    • Unscheduled Activities

  • Troubleshoot and provide solutions – via direct user discussion, remote review of log files and other system details, guided troubleshooting steps
  • Remote support – phone and digital
  • On-site field visits – within the operating theatre or hospital environment
  • Provide liaison and support for spare parts logistics to the end user
  • Projects – Continuous Improvement of Products and Processes
  • Maintain Technology Support Team Training and Technical documentation, manuals, and troubleshooting guides.

    • Maintain Process Documentation related to support of systems

  • Continuously improve Processes related to support provision (administrative and technical)
  • Provide feedback on product issues and maintenance processes to R&D teams.
  • Assist in the investigation and resolution of any technical issues uncovered with deployed systems.

    • Administration and Management

  • Manage work calendar and travel.
  • Manage management tools (eg service request / reporting / expenses / scheduling)
  • Manage & control stock orders, tools, test equipment, technical documentation & other assigned equipment.
  • Manage and report all observed customer complaints (on-site, telephone, text, email, or chat sessions) within 24 hours or less.
  • Managed as part of the global team (requires adaptive working hours to support appropriate team meetings, as well as providing ‘EU time zone’ user base support)
  • Achieve target KPIs aligned with service level agreements with the user base

    • Corin is a growing global orthopedic innovation business, with a vision to revolutionize the field, by integrating advanced robotic and AI technologies (Apollo, OMNIBotics, and OPS) for planning, implementation, and continuous learning with its unique combination of clinically proven hip and knee implants.

    Since its inception nearly 40 years ago, Corin has strived to maximize healthcare value by providing a fast, positive, and assured return to the quality of life for people worldwide. Our revolutionary technologies enable patients, surgeons, and healthcare providers to connect more closely than ever.

    For further information on who we are, our products and services, please visit www.coringroup.com

    If you want to be part of our journey, join us as “Our people and products change people’s lives, connect your career ambition to our vision”